Organise for customer-centricity

Hardwire your ambitions into your business

True customer focus can take years to develop. But as time passes and people change jobs, your company's original resolve may fade. That's why you must hardwire your customer-centric ambitions into your organisation.

In this sprint pack, we review the three most impactful ways how you can achieve this through:

  • a governance structure, which makes sure that your organisation stays on its customer-centric course;
  • a corporate planning mechanism, which ensures that your customer goals are embedded in your strategic and operational plans;
  • an organisational structure, in which you break with the orthodoxies of production or process organisations and organise your activities around the customer's experience.

While you will need to adapt each to the specifics and the culture of your business, they should allow you to hit the ground running as you organise for customer-centricity.

The Author

Alain Thys
Alain Thys

Alain Thys is one of Europe's veterans in customer-centricity and human media.

His contributions influenced the experience of over 500 million customers and 350,000 employees in 100+ countries. This journey has taught him - the hard way - what works and what doesn't when the customer buzzwords fly around.

Today, he shares his knowledge where he can. He acts as customer coach, experience architect, speaker, author, storyteller and non-executive advisor.

For more information on Alain, visit www.alainthys.com.


Frequently Asked Questions

When does the course start and finish?
The course starts now and never ends! It is a completely self-paced online course - you decide when you start and when you finish.
How long do I have access to the course?
How does lifetime access sound? After enrolling, you have unlimited access to this course for as long as you like - across any and all devices you own.
What if I am unhappy with the course?
We would never want you to be unhappy! If you are unsatisfied with your purchase, contact us in the first 30 days and we will give you a full refund.

Video editing: Sasha Thys

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